“Item arrived damaged (completely shattered glass) due to extremely poor packaging; no response from Lost Universe after multiple emails to resolve this issue.”
Hi Alexandra,
Thank you for your review. We are sorry to hear that your item has arrived broken. Sadly we cannot locate an email from you. Please can you send an image of your item and your order number to help@lostuniverse.com and our team will assist you further.
Kind Regards
LU Team
“I ordered two backpacks from this website, and I only got one. When I emailed the customer service team, they said that it was yet to be shipped. So, I sat back and waited and asked the customer service team for an update, yet they said that the item had arrived even though I am still waiting on it. After that I responded to them, and they are yet to reply. Your service is absolutely appalling, and I would not recommend to anyone. It was my own fault to order from you lot without digging deeper into the reviews, they are all appalling.”
“I received my orders, one came broken, sent and email and picture to prove and you still want me to send the item back even though I said I bought it for my sons birthday, not happy to be honest. I do believe the other item is bent too :/”
Hi Frankie,
Thank you for the review.
We are sorry to hear that you received your order damaged, especially as it is for your sons birthday. Unfortunately, we are unable to replace items until we have received these back as replacements are sent against the original transaction. We apologise for any inconvenience caused.
Kind Regards,
LU Team
“Items missing from delivery new item received today still wrong size I am very disappointed with this order need size7-8 or 9-10 also need a address to return wrong item thank you
Please sort this error a s a p”
Hi Roger, we are very sorry you have experienced problems with your order. Our customer services team are working to resolve this with you and will phone you shortly.
“I can’t write a review as I haven’t even seen this as it’s this is a present for my grandson and it’s not his birthday yet, and as he lives mikes away I am unlikely to see it for some time.”
Hi Isabela, I understand customer services have been in touch and this item has been refunded for you. I am very sorry for the inconvenience this caused. If there is anything else we can help with please do not hesitate to contact us help@lostuniverse.com
Hi Wendy, please accept our apologies for this, there seems to have been a technical issue that lead to a delay in dispatching the replacement. This is now on its way to you and you should have this in the next couple of days. Please contact our team directly if you need any further assistance help@lostuniverse.com
Thank you for your review, we agree this really isn’t the service we are striving to achieve. In this case, we experienced a delay with the stock due to unforeseen circumstances and we can only apologise for the inconvenience this caused you. We are working hard to ensure a high level of customer service and really hope you were pleased with the item when it did arrive.
“What can I say! Ordered from Lost Universe on 15th Feb with a delivery of 3-5 days and I still have not received it and it is now 11th March! After an email I was told it would be 7-10 days. Another email after 2 weeks and then told it was with Hermes for delivery. Another 5 days gone by and no delivery. A present for my granddaughters birthday which was now nearly a month ago. The most shocking service I have ever received. Where is my order????”
“I ordered some peaky blinders whiskey glasses for my partners birthday
I payed extra for faster delivery and should have received them over a week ago
I still have not received them”
“Misleading delivery times. Impossible to get a straight answer when asking for ETA on my items. Long story short 5 year old missed out items for his birthday.
Need to work on communication and employ less sensitive staff as I was hung up on for using the word bull5h1t.”
